Porch.com

Hello Mr***, thank you for the feedbackI personally apologize we weren't able to provide you the info you were looking forBased on our records, you agreed to our updated Terms and Conditions on 1/30/2017, and I am happy to provide you documentation todayPer our terms, we require a day
notice prior to your next billing date to cancel a subscriptionWe received your cancellation request days prior to your next billing date, on 9/8/A Porch representative contacted you that dayThere was a mutual agreement that you would continue the subscription through your next charge on 9/15/17, and that your subscription would be cancelled on 10/14/Under no obligation and as an rare exception to our terms, we refunded you a total of $on 10/24/We value your business, and I am hopeful that with this resolution, you will consider working with us again in the future

Complaint: ***I am rejecting this response because:I am requesting the $to be refunded to my credit card of recordI am not interested in having it 'refunded' just to end up having to go through this again when the next bid fails to even respond as has been the normSincerely,*** ***

We contacted Ms*** on October 6th to start the claims processShe submitted claim materials on October 9thOn October 12th, after collecting information from both the contractor and the homeowner, we disqualified the claimThis complaint stemmed from a disagreement on money owed between
the two partiesIt does not qualify under our guarantee, which covers quality of work, not changes to scope or payment disputesWe recommended that Ms*** and the general contractor hired work directly to resolve the payment disputeThis claim was closed October 17th

Complaint: ***
I am rejecting this response because: It purposely ignores the dozens of original charges for bogus leads on what Porch employees refer to as the "old system." As I stated in my complaint, most all of the bogus leads have been refunded since December But it required a dispute and follow up calls by mePorch employees have consistently refused to refund any of the charges for bogus leads prior to Porch's change to the new business modelI have an estimate for a client from Porch tomorrow, this will be the first valid lead I have received from your company in almost six months
Sincerely,
*** ***

Thank your for reaching out
One of our account managers connected with Mr*** and as a result of that conversation and the insights shared, we have refunded the 4th monthWe have recently made some changes to our product that should address Mr***'s concerns

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We appreciate Ms*** sharing her feedback and hope we can work with her to resolve her concerns. We tried to reach out on six occasions after the initial onboarding to optimize business with Ms*** but did not receive any engagement. We would be happy to work on optimizing
her account and even providing a different account manager if she prefers
As it relates to our Lowe’s partnership, they represent one of the many channels that Porch provides leads fromThe way the partnership works - if a homeowner goes into Lowe’s and needs help to complete a service Lowe’s does not offer themselves, a Lowe’s associate has the ability to use Porch to help their customer find the professional that is right for themBy being a Porch Premium professional, we guarantee that you will be one of the top results shown for the services you provideHowever, we do not guarantee lead volume through Lowe’s as the decision to move forward is ultimately up to the homeownerGiven feedback we have received from customers over time, professionals with the most robust profile are often the ones chosen by homeownersThat is why we put such an emphasis on an active working relationship with our professionals, so we can help them make their profile as robust and complete as possibleIn this case we would like to actively work with Ms*** and her team to ensure their profile is up to date with as much information as possible on an ongoing basisIn particular, customer reviewsAt this time their profile has no reviews and that is a key piece of information homeowners are looking for.
As we do not guarantee leads, the value of being a part of Porch is exposure to the customers who come through our channelsLeads are not guaranteed, but we do offer our commitment to help make the profile the best it can be and attempt to actively engage with our pros to understand any concerns

Complaint: ***
I am rejecting this response because: I did follow their procedures for bad leads and it did not do any good, the charges still show on their siteI will check my credit card statement to make sure I am not charged. If any charges are shown now or in the future I will file complaint with credit card companyThis company is not checking leads at allI made up one for Joe Blow with an address locally that does not exist and I got e-mail from several contractors.
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
The company has yet to perform on any of the sales points they made during their presentation or since I spoke with them regarding this complaint.
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Porch.com issued me a FULL refund and an apology for seling my comoany lead generating services that they did not produce in the approximate week trial period Unfortunately, I had to resort to repeated email exchanges with the CEO of porch.com and his staff in order to ultimately receive my refund and apology Based on the complaint history displayed by its Revdex.com page, I am not alone in porch.com's misleading sales tactics utilized on small business owners to purchase their "services." Porch.com is partnered with the Revdex.com and should be held to a higher ethical standard and, in addition, their business practices should be carefully examined by the Revdex.com if such a partnership is in place
Sincerely,*** ***

Porch has made an exception by issuing a credit back to Mr***’s Porch account in the amount of $given the time frame of his request and the number of leads he has received from PorchHis request for a credit card refund will not be honored

Thank youWe have refunded the $and are actively working to resolve the concerns with the professional and continue a good business relationship

Thank you for sending over your feedback, Mr*** We really appreciate hearing from you and take feedback very seriously.We have been in contact with you over the last several weeks and it seems as if we have been able to resolve your concerns If you still need help please email
[email protected] and ask for Matthew B and we can setup a time to chat over the phone I want to ensure that we have been able to fully help you.As for the extra charges that you mentioned at the end of your claim, we did have some billing issues that have since been fixed and all related charges to the issue have been refunded back to your card Our apologies for the inconvenience!Thank you for being a customer, I am looking forward to hearing from you!-Matthew B

Complaint: ***I am rejecting this response because: porch.com reply is grossly inaccurate and misleading Revdex.com of Western Washington has all the email exchanges btn GTL and porch Gtl purchased lead generating services from porch.com on October 29th for certain zip codes and fir complete roof and siding installations and Additions November I emailed Carly T*** informing her that my first lead received was for the wrong zip code and work Carly or anyone from porch did no reply I submitted an online feedback response every time GTL recrived an lead - leads that were in the wrong zip code or for the wrong profiled work - admitted by porch in Chris M***'s email dated December 18th that several of the leads were in fact the wrong zip code and that porch rolled out a new technology after I signed up and paid for services that would prevent future leads sent to GTL outside the contracted zip codes
I spoke to Chris A*** on November 5th about the wrong type of leads in detail He assured me during this phone call that he was placing a filter on my account so GTL would not receive any more leads outside the purchased zip codes and for the correct work Despite his representation to "fix and filter" GTL's account, GTL continued to receive the wrong leads I told Chris A*** that I was not spending any time working on my "account profile" until he assured me the system was filtered and fixed properly The wrong leads continued and I submited an electronic response to porch.com EVERY time I recrived a incorrect lead - said response was to be monitored by my account manager Chris A*** - none of my feedback responses were replied to by porch.com On approximately November 24- I reached out again to Catly T*** and Chris A*** that every lead was for hw wrong work and zip codes I asked to cancel my account as a result of failure to deliver services I purchased Chris A*** agreed on the disappointing services delivered to date and offered to me two free months of porch.com service if I agreed to work with him I agreed to do so , however, Chris A*** did not deliver what he promised on or about December - no more leads outside the zip codes purchased, upload of ALL photos I sent to him (he uploaded less than half), correcting my company's phone nber and address on porch.com pages viewed by consumersI was engaged with my porch.com from day one - November - when the first lead outside my zip code was sent to GTL and I put porch.com on notice of the same Porch.com appears to be attempting to blame me for the lack of success I spent $with porch for lead generating services and at no time was I infirmed that I had the responsibility to speak to Chris several times about my account I was under the impression our extensive November 5th conversation was clear that he was to fix the filter on my account and until that fix was executed - I was not spending or investing time on my GTL porch page To date, the filter fix was never executed Both Chris A*** and Chris M***'s admit in an email that there was a fix and/or new technology grilled out to address the problem the problem of wrong leads still exists as such - I reached out to Chris A*** December to cancel my account as a result of my complaint, Chris called me on December and said porch.comwas canceling my account effective immediately I sent an email on the same day to him confirming and detailing his phone call to me He called me immediately (I will be producing phone records to Revdex.com showing phone call history) and he then told me that my account was not cancelled as he suddenly becAme aware that he had terminated the scvount prop to the day trialOur conversation included a proposal to refund $or my money- he never replied to my request and instead sent me an email offering the original two month free service offered on or about December I declined the two months of free service as the porch lead generating system is not fixed The list recent December leads sent to GTL depict that
Porch.com has failed to deliver services promised at the time of purchase Carly T*** promised a minimum of leads per month for the zip codes purchased Please incorporate all email exchanges I have forward to Brittany Ural as part of my response Please excuse any typos as I am responding via an ipad
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We appreciate the feedback and we are working to fix this issueWe have found that there was an issue on the operations side that resulted in a miscommunication for businesses that are franchises with multiple locationsWe appreciate Mr*** patience as we worked to resolve this
issue

*** *** *** purchased a monthly subscription of $on 4/20/2016. A customer support specialist sent a welcome email that day and had a call scheduled with Paul on 4/21/for an
onboardingThe support specialist called Paul, left a voicemail and sent an email detailing the importance of the discussionOn 7/4/a customer support specialist called Paul to talk about the quality of leads that he has been receiving. At that time, we credited Paul for some leads that he has received and gave him a free month of service. The next correspondence from Paul came in on 9/20/when he submitted a cancellation request. We processed the cancellation request on that day (9/20/16) and his account canceled days later on 10/20/per our cancelation policy. We were and are happy to work with Paul to ensure he had a great experience using Porch, we have actioned on the cancellation request and he no longer has an active account

We are sorry to hear that Mr*** was not happy with his experience to datePorch requires a month commitment as we believe this is the appropriate length for turning on the platform and ensuring the leads that come through are the right onesOur data shows that professionals begin to see
value after their first month as this allows all of the marketing levers we have at our disposal to take shape. We offered to help Mr*** with his profile and to participate in our marketing programsHowever, he was not willing to work with Porch to get full value out of his investmentAs a result we felt that it was best to allow him the opportunity to end his contract early (which is not our standard procedure)We released Mr*** from the final two months and did not charge him for those months

We have been in touch with Mr*** and we have come to an agreement that we believe meets his needsWe will remain in touch with him to ensure he gets what he needs
Thank you

Complaint: [redacted]
I am rejecting this response because: I did have a contract. They have a trace of ALL communication. One of their contractors took my money and did not complete the job. Contracts do NOT have to be formal but can be via text/email. He took my deposit & total check said he would return "this communication is on Porch records" and he NEVER returned.
Sincerely,
[redacted]